Complaints Management Increasing Perceived Quality and Satisfaction

Abstract

The current paper examined the impact of perceived service quality (PSQ) and patient complaint (PC) on patient satisfaction (PS). The study was carried out at the highest-level hospital, Vietnam. The self-administered questionnaire was distributed to inpatients who were used in health service in April 2018. The SPSS (version 25.0) statistical software was used for the data analysis. The confirmatory factor analysis was performed for the structural equation modeling, using the Amos 25.0 program. Findings suggest PSQ direct influence on PC and PS; PC influences PS. Complaints handling should consider when improving service quality to increase satisfaction.

Keywords:

• Perceived service quality
• complaint
• satisfaction

Acknowledgments

The author would like to thank and appreciate the dedication of the research team of the National Cancer Hospital in Hanoi, Vietnam, and the inpatients who participated in this study.

Disclosure Statement

The authors declare no conflicts of interest.

Additional information

Funding

No funding for this study.